This Sunday morning, August 23, we will install a new QuestionPoint release. Please see the attached document for details on the release.
QuestionPoint will be brought down at 7:00 a.m. UTC (3:00 a.m. New York; 8:00 a.m. London; 11:00 a.m. Dubai; 12:30 p.m. Delhi; 5:00 p.m. Sydney). We expect service to be restored within forty-five (45) minutes.
It is imperative that you end any in-progress chat sessions at least five minutes prior to the scheduled service interruption to avoid sudden communication interruptions to your patrons and potential "hung" sessions. (You will be unable to click on any in-progress sessions to get information to communicate with the patron.) When service is restored, please check your “New” questions lists for any interrupted chat sessions or unanswered email questions.
If you experience any outage after the projected service restoration, please contact your Customer Service Provider for further assistance.
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Release Notes for 23 August 2009
1. New Feature
Qwidget Evolution
Our Qwidget is evolving! With this release, we introduce a more modern, flexible design that also provides clearer distinctions between patron and librarian in the transcript window. A new color palette enables you to choose among more and newer color options; there is also the potential for “power users” to completely customize the colors and color combinations.
Figure 1
· Additional new features are illustrated below, on the set-up page (Fig. 2)
Figure 2
· Pop-out Qwidget: The patron can pop out a separate, floating, resizable window that is persistent and can move with the patron so they don’t “lose” the Qwidget if they change the web page. See the window icon in the upper right corner of the illustrated Qwidget, beside the ‘x’.
· Links to web pages sent by the librarian will open in discrete windows, or tabs, and no longer overwrite the preceding web pages sent.
· Custom sizeability: The library can have a small, medium, or full-size Qwidget, more appropriate to the space allotted it on your web page.
· IP address masking: You can choose to mask even the IP address, to insure total patron anonymity.
· Email options: Libraries can now require the user to enter an email address before a session can be started, or “nudge” them to do so after a session has begun. The nudge would still be voluntary, and the patron can still choose to be “anonymous” (no email attached to the session), if they prefer. When either of these options is selected, an accompanying message box appears for you to enter your message. A default message is provided, but you can choose to enter your own explanation of the option, as you prefer.
· Privacy: The new Qwidget has improved exit-session safeguard, which clears the chat history from the Qwidget. This guards against another patron or PC user reading the transcript at public terminals.
2. Maintenance and Changes
Transparent to our users is a great deal of work that has gone into upgrading several QuestionPoint components to move us toward an updated and more flexible architecture. These upgrades should increase our facility to interoperate with other systems, both OCLC and third party, and to move more quickly when introducing new features. The upgrades have also increased our capacity to handle QuestionPoint’s growing number of users and to improve the interface for our international users.
3. Fixes
3.1 Cannot Submit Q&As to KB from Questions Lists. Users have been unable to submit answered questions to a knowledge base in batch mode, from a questions list. This is now fixed.
3.2 Follow Up by Me not Listed for Follow Up. In certain, rare scenarios, questions with a resolution code Follow Up by Me were not appearing in the chat librarian’s questions list as New. That problem has now been fixed.
3.3 Can send Answer When There Is No E-mail Address. It has been possible in the past to click on the Answer button and appear to have sent an answer to the patron, even though no e-mail address was provided. The librarian will now receive a caution when they open the Full Question page for a question/transcript with no e-mail address.
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| Patron email is blank |
On continuing to the Answer page, the only actions the librarian can take are to Save Draft, Search KB, or Cancel.
3.4 Chat Form Cannot Be Constructed without E-mail Field. It is now possible to create chat forms on which there is no field for an e-mail address.
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